Khảo sát cảm nhận chất lượng dịch vụ của người bệnh tại khoa Khám bệnh, Bệnh viện Thống Nhất

In the contemporary healthcare landscape, the evaluation of service quality from the patient's perspective is increasingly vital for sustainable operational excellence and ensuring patient satisfaction. As demand for medical services grows, understanding how patients perceive their care helps healthcare providers identify areas for improvement and maintain high standards. This study addresses this critical need by assessing patients' perceptions of outpatient medical services at the Outpatient Department of Thong Nhat Hospital. By employing a structured approach, it aims to contribute valuable insights into the current state of service provision and guide efforts toward enhancing the patient experience in this crucial setting.

Healthcare administrators, policymakers, medical professionals, and researchers interested in healthcare service quality and patient satisfaction in hospital settings, particularly outpatient care in Vietnam.

This cross-sectional descriptive study investigated patients' perceptions of outpatient service quality at Thong Nhat Hospital's Outpatient Department. Data from 265 outpatients, collected between February and March 2025, utilized a structured questionnaire based on the SERVPERF model, assessing five key dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Participants were predominantly female (58.1%) with a mean age of 48.8 years, well-educated, and frequent visitors to the hospital. The results indicated a high overall perception of service quality, with an average score of 4.53 out of 5. All five SERVPERF dimensions received high mean scores, specifically assurance (4.61) being the highest, followed by tangibles (4.53), responsiveness (4.52), and empathy (4.52), with reliability (4.49) being slightly lower but still very high. The study concluded that patients highly rated the services, particularly noting the professional competence and dedication of the staff. These findings offer crucial insights for healthcare managers to sustain and further enhance patient satisfaction and service delivery. The applicability of the SERVPERF model in the Vietnamese context was also affirmed. Continued efforts should focus on leveraging these strengths and optimizing information provision and examination processes to further refine the outpatient care experience.